Scaling support through peak season without compromising experience
As demand surged during the busiest season, unresolved requests began affecting user experience, retention and reputation. Headway needed to scale fast — without dropping quality.
The challenge
A peak-season surge pushed ticket volume far beyond capacity. Growing backlog put user experience, retention, online reputation and financial performance at risk.
The solution
Soportio rapidly launched a dedicated team and integrated into existing workflows — clearing the backlog, managing rising volume, and holding support stable through the entire high season.
Results
- 20,000+ backlog tickets resolved
- Peak-season traffic fully supported
- Stable support during rapid growth
- Retention & reputation protected
Before / after
Backlog cleared and response times held steady through the busiest season.
KPIs
Key outcomes
A dedicated team was launched for the high season, clearing a backlog of more than 20,000 tickets. First response time was held around 10 minutes and CSAT stayed at 96% throughout peak demand.
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